The player from Italy was able to create a gaming account with no restrictions despite being self-excluded in a sister casino. Considering the fact that the player in no way tried to, nor did they have to try to bypass any restrictions to register the account, and was subsequently allowed to deposit and wager their funds up until the point when they notified the operator of their active self-exclusion in a sister brand, we believe that their deposits should be refunded. We closed the complaint as 'Unresolved' because the casino failed to reply.
Thrillsy Casino - Player's self exclusion failed.
Black points: 770
Amount: €1,700
Thrillsy Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.2
Thrillsy Casino has a Safety Index of 3.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
2 years ago
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2 years ago
Hello carsix79,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Thrillsy Casino. Please allow me to ask you a few more question before we would move forward.
Was it ever mentioned that the self-exclusion is considered for whole group? Did you receive any final statement from the casino regarding this case? Is your Thrillsy account still active?
Please note that you deposited 4 days ago so I believe that the casino will make a refund if the self-exclusion was for the whole group but it will probably take more time specially now, during holidays.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
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2 years ago
Thank you carsix79 for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
After sending 3 more emails without getting any response from the casino today I tried to contact him via live chat which was blocked in the previous days. As soon as I asked the chat operator why I had not received any feedback regarding deposit refunds for non-compliance with the active self-exclusion in their casinos, he closed the chat without giving me any response. The criminal level of these casinos is alarming. With Betonic, before excluding myself, I had to send dozens of emails, making me lose other deposits in the meantime.
Now I really don't know what to do also because the regulatory body (Antillephone) is completely passive to the complaints sent and probably these casinos know this since they shirk their responsibilities without scruples. I hope you can get in touch with them to get the case resolved. In the meantime, I do not recommend everyone to join all the casinos managed by Bellona NV (slot10, betonic, thrillsy, silverplay, slotimo). Stay away.
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2 years ago
Dear carsix79,
From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.
I would like to invite Thrillsy Casino to join this conversation.
Dear representatives of Thrillsy Casino,
Can you please explain your standpoint in this case? Why was carsix79 allowed to create a new account and play despite having been self-excluded in another brand operated by the same company?
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2 years ago
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It was assumed that they would not answer. I hope this casino is given a 0 rating for both the seriousness of the facts and the fact that they are repeat offenders. The way they have their support to deal with these problems is also unbearable
I await instructions on how to submit an official complaint to the regulatory body.
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2 years ago
Thank you, carsix79, for providing the additional information. Unfortunately, we haven’t received any response from the casino team. We will now try to get in touch with the casino via other means.
If you’ve decided to contact the casino’s regulatory body, you need to send an e-mail to complaints@gaminglicences.com. Don’t forget to include:
1) Your personal information:
- name (your first name, your last name, and the middle name if you have it)
- your country of residence
- your age
2) Complaint body must include:
- casino name and its domain
- your login (username) and email in an online casino (with which you had registered the account)
- then describe what has happened as thoroughly as possible (don't forget to mention the amount you are challenging)
3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.
Please let me know if you have any questions.
We would like to ask Thrillsy Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.
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2 years ago
Translation
Thanks for the cooperation Andrej.
If that is the email from the regulator, I had already sent the complaint against the casino about 10 days ago following exactly the procedures you described. Unfortunately I have not received any response from them. I believe that the Antillephone authority is not cooperative and discards any complaints it receives.
At this point I hope you are able to contact a casino manager to resolve the situation.
In the meantime, even today I asked for explanations in chat and they continue to give me the usual standard answers with superficiality and arrogance "we will let you know by mail" without further details.
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2 years ago
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Hi Andrej, I see without surprise that the casino is not responding. Unfortunately not even the Curacao authority, to which I have sent another complaint email in the meantime, continues to not respond. The complaint to the regulatory body was sent twice in the manner you described to me but I have not received any feedback. How should I proceed?
Please reset the rating of this casino because no one has to deal with them and it is right that they lose even what little credibility they have.
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2 years ago
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I wish these criminal bastards to spend all the money they steal on medicine until the day they die. Manager and all employees who work for them.
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2 years ago
Dear carsix,
Unfortunately, all our attempts to contact the casino team were unsuccessful.
I apologize, but since the casino team is unresponsive, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
Please keep us posted on any news regarding your complaint submitted to Antillephone (my e-mail address is andrej.p@casino.guru). It’s not the most reputable regulator, but I hope they can help. From our experience, it can take weeks, even months in some cases for them to provide a statement, unfortunately.
The casino can reopen this complaint anytime.
